Associate Technical Support Specialist
Listed on 2026-09-26
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IT/Tech
IT Support, Technical Support, Systems Administrator
Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.
Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow - all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.
Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow - all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
Location:
Boston, MA office (Hybrid: 3x/week)
Join our dynamic Windchill PLM support team, where collaboration and customer focus are at the heart of everything we do. You will work closely with our customers and the PTC product development team to resolve software issues, ensuring a seamless and positive experience.
About PTC Support Services:Our organization is dedicated to providing an exceptional customer experience, helping customers achieve their goals and exceed their expectations. We combine strong product expertise with excellent customer service techniques to deliver outstanding results.
Primary Responsibilities- Collaborate with System Administrators, Field Consultants, Developers, and Engineers at customer sites to diagnose and resolve software issues related to deployment, customization, or operation of PTC's products.
- Document solutions and provide on-site assistance for complex customer issues, using a customer-centric approach.
- Ensure easy access for customers via their preferred channels (phone, email, desktop sharing, etc.) and strive to find the best solutions (defect fixes, workarounds, alternative approaches).
- Work with global offices to provide first-class support for mission-critical customers.
- Strong desire to develop customer service and communication skills.
- Ability to understand customer needs, exercise empathy, and guide customer expectations.
- Manage multiple urgent issues simultaneously.
- Confidence, communication, and interpersonal skills to lead customers in urgent or critical situations.
- Team-oriented mindset to achieve shared goals.
- Availability to work off-hours and weekend shifts.
- Familiarity with Java, SQL, and other modern programming languages.
- Exposure to nstalling, configuring, and administering web-based applications, relational databases, and open-source projects (e.g., Apache Web-Server, Apache Tomcat, OpenDS).
- Ability to quickly adapt to new technologies.
- Exposure to enterprise business applications on Java and other web-related technologies.
- Basic diagnostic skills to optimize complex applications to meet customer expectations.
- Familiarity with enterprise application suites (networks, database configuration, server configuration, web server optimization, load balancing hardware).
- Ability to develop a coherent plan of action to resolve issues quickly and effectively.
- Bachelor’s Degree in Computer Science, Information Systems, or Engineering with 0-2 years of work experience.
- US Citizenship or Permanent Residency and ability to obtain a Security level clearance.
PTC carefully considers a wide…
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